Digital Solutions Analyst

Through a combination of suggestions and collaboration, analyst positions within digital solutions serve as liaisons between internal operating departments such as retail, treasury management, Healthcare Bank, deposit operations, information technology, product and customer experience. They evaluate information relevant to strategic software solutions proposed by executive management to recommend the best strategic software plans to meet their needs. They implement strategic software plans communicated by executive management by identifying requirements, documenting prerequisites, and managing objectives to meet established deadlines.

Primary Duties

Collective Analyst Duties:

• Provide guidance and mentorship to Customer Experience team members
• Know and practice LOCBUTN, our Golden Rules, and Bell Bank Customer Service Standards.
• Know, understand, and live the company values and Bottom Line.
• Travel independently throughout the company and to overnight vendor conferences as needed.
• Perform other assignments as needed.
• Identifying Project Requirements:
  • Evaluate schedules and identify relevant factors including core banking systems, middleware and vendors, for appropriate resource allocation to make recommendations to executive management.
  • Coordinate resources for successful deployment of software-related applications and new solutions.
• Documenting Project Prerequisites:
  • Communicate and apply project management principles and documentation standards.
  • Create requirements, use cases, process diagrams, test cases, user stories, and user interface designs.
  • Prepare test plans, coordinate system testing activities, and serve as a tester on projects.
• Managing Project Objectives:
  • Lead project teams, create project plans, manage project risks, and communicate project statuses.
  • Maintain and manage project lists and work with key stakeholders to prioritize multiple projects.
  • Assist with communication and enforcement of schedules and project deadlines.
  • Assist in developing training programs, writing procedures and providing supplemental materials to be distributed to impacted business units on new solutions.
  • Serve as a liaison between business units, third-party vendors and developers within information technology translating specific requirements into an appropriate technical framework, ensuring efficient use of project resources.
  • Communicate with subject matter experts, balancing requirements and resources to solve business problems.
• Managing Hardware and Software-Related Outages:
  • Serve as an escalation point for on-call staff. Use independent judgment and discretion in analysis process for undocumented situations.
  • Escalate and assume responsibility for follow up on software or hardware degradation with appropriate third-party vendors.
  • Ensure appropriate alternative procedures are adhered to for payment-related activities and outages.
• User Provisioning and Application Management:
  • Maintain system configurations and parameters within applications related to online or mobile banking and VRU which may impact internal and external customers, including and not limited to username and password parameters, session timeout lengths, website configurations and VRU menus.
  • Maintain access rights for all internal users with a variety of applications required for online and mobile banking.
  • Asist in logging incoming requests (call or email) regarding adding, deleting or modifying user accounts and application access when needed.
  • Maintain accurate vendor contact information and business owners in Bell Bank service desk software for applications related to online and mobile banking and VRU.
• This position includes participation in a rotating on-call schedule to support critical Digital Solutions systems outside of standard business hours. Analysts are required to comply with the Digital Solutions On-Call Policy, including response expectations, escalation procedures, and formal acknowledgment of on-call responsibilities.

Specific Digital Solutions Analyst Duties:

• Lead work with information security and information technology personnel to remedy hardware- and software-related vulnerabilities requiring fixes such as patches, certificates, and replacing sunset technology with minimal disruption to retail customers and commercial clients.
• Evaluate vendor change requests for software-related fixes. Use discretion, ensuring accuracy and relevancy, to approve vendor request or consult with business units / subject matter experts prior to approval.
• Authorize vendor invitations to participate in beta and disaster recovery testing. Interpret scope of vendor request, including any special access requirements needing arrangements with information technology prior to testing window. Coordinate scheduling of testers along with special access needed during the testing window.
• Foster relationships with financial institutions in non-competitive markets who use the same software by actively participating in user groups and initiating new connections while attending vendor conferences.
• Establish sound, constructive working relationships with internal and external partners to ensure issues are brought to resolution with the appropriate level of urgency.
• Bring production issues and incidents to resolution through effective online banking troubleshooting methodologies, including:
  • Investigate customer account issue investigation and triage.
  • Produce concise on-going documentation of resolution efforts.
  • Validate the implemented fixes meant to resolve the issue.
  • Communicate clearly and effectively to executive management with respect to the nature, impact and resolution efforts of all critical customer-impacting issues.
  • Analyze and improve processes to ensure online and mobile banking consistently perform as expected.
  • Document and share learned best practices with team members, with respect to troubleshooting and resolution procedures for supported products and services.
• Providing Compliance and Regulatory Guidance:
  • Serve on Disaster Recovery Planning Committees and recommend improvements to Business Continuity Plan.
  • Represent company with regulatory agencies and consulting firms as it relates to hardware and software systems, payment channels (ACH, online wires, bill pay, mobile and remote deposit), and cybersecurity related to specific fields of expertise.
  • Perform vendor risk assessments related to hardware or software-related applications when assigned.
  • Facilitate communication between business units for Incident Response events as needed.
  • Contribute to CAPS (Cyber Attack against Payment Systems) and Pandemic Tabletop exercises.
  • Suggest content changes to update T & Cs for Treasury Management Master Services Agreement and Personal Online Banking.
  • Work with information security and legal to ensure adherence to security policies and legal requirements.
  • Consult internal audit to confirm regulatory and compliance requirements are up to date.
  • Lead all Compliance and Regulatory Guidance efforts, as outlined in Collective Analyst duties, consulting subject matter experts when required.
  • Facilitate annual risk review meetings with applicable business units to ensure documented processes for ACH, online wires and remote deposit stay current.
• Conduct activities consistent with established Bell Bank policies, procedures and systems, the Bell Bank Employee Conduct policies, the Bank Secrecy Act and all applicable state and federal laws and regulations.
• All employees are responsible for information security, including compliance with policies and standards which protect sensitive information.
• Prompt and reliable attendance.
• Perform other duties as assigned.

Job Skills Required:

• Minimum of a B.A. in computer science or business and/or equivalent experience.
• Minimum of 1-4 calculated years’ experience in information technology, treasury management, or bank operations.
• Ability to change direction quickly, re-prioritizing unfinished items at a moment’s notice.
• Be prompt and reliable; work flexible hours outside of schedule, including evenings and weekends, as needed.
• Strong analytical and problem-solving skills and a proven ability to efficiently lead people and manage projects.